Next steps to take if you are unable to resolve an issue with a gas, energy or electricity supplier.
Utlities Disputes(external link) if you can’t resolve your complaint with the electricity or gas company if they are a member of the Utilities Disputes scheme.
The Commerce Commission(external link) to complain about any unfair or misleading conduct under the Fair Trading Act by the electricity or gas companies.
The Privacy Commissioner(external link) if you believe a company has interfered with your privacy.
You can complain to the Utilities Disputes if:
AND your complaint is about:
Complaints Utilities Disputes can’t hear include:
The Utilities Disputes scheme is free for consumers.
You should make a complaint to Utilities Disputes within 2 months of the deadlock between you and the electricity or gas company. Otherwise the Commissioner may decide not to consider your complaint. However, the Commissioner may extend the time limit if there are good grounds for doing so.
The Commissioner will release a preliminary recommendation whether the complaint is upheld, for both parties to consider. Both parties can agree to accept this recommendation or make comments before a final recommendation is made.
If the recommendation isn't accepted by both parties or no settlement is reached, the Commissioner will make a decision which is binding on the electricity or gas company, but not on you.
The Commissioner can award you costs of up to $2000 for bringing the complaint.
Provides information on their service to resolve complaints between consumers and electricity and gas companies.
The Ministry of Justice website provides information on the Tribunal and how to apply.
Information about your local District Court can be found on the District Courts of New Zealand website.
Provides information on the Privacy Act and how to make complaints about breaches of the Act.
Visit the website(external link)
Phone: 0800 803 909
Provides information how to make a complaint if you feel a business is not complying with the Fair Trading Act.